Business Services Industry

Cisco Announces New Functionality for its Award-Winning Technical Assistance Center Web Site; Online Support Tools Empower Cisco Customers to Maximize Network Uptime

Business Wire, Jan 24, 2000

Business Editors/High Tech Writers

SAN JOSE, Calif.--(BUSINESS WIRE)--Jan. 24, 2000

In an ongoing effort to maintain its high standard of customer support, Cisco Systems has announced a suite of interactive online technical support tools for its Technical Assistance Center (TAC) Web site. Today's announcement further enhances TAC's capability to provide immediate, open access to Cisco information, resources and systems. With unprecedented levels of information and advanced tools to solve simple to complex problems, Cisco enables customers to access Cisco support anytime, anywhere in the world. With this access, Cisco customers save time and money while increasing their potential for productivity and revenue.

&uot;With Cisco, I easily save 50 percent of my time by having the online resource available so that I can resolve problems on my own, rather than calling for technical support,&uot; says Hal King, technical manager, Actrix Networks, Ltd. &uot;It's significantly faster for us to work directly with the tools on the TAC Web site, and we're able to accomplish much more now with the same amount of resources. That saves the company money, and it also provides a better service to our client base.&uot;

A recipient of numerous industry awards, the Cisco TAC Web site is a fast efficient way for customers to access the technical information needed to manage their networks and maintain the uptime they demand. The new online features announced today include TAC Certification, TAC Guide, Cisco Live! and Cisco Product Pages. The Cisco TAC Web site can be accessed via its URL: www.cisco.com/tac.> &uot;These new tools are the result of extensive customer research,&uot; said Steve Gordon, director of the Technical Assistance Center at Cisco. &uot;Cisco customers increasingly want direct control of their technical support -- and our site does just that. For example, the Cisco Live! allows a Cisco representative to 'navigate' the customer in real-time through the Cisco Connection Online (CCO) so that they can become more proficient at problem solving on the TAC Web site. The bottom line is that these tools, in conjunction with the existing features on the site, streamline technical support for our customers and save them time.&uot;

Online Solutions Push TAC Web Site to New Levels of Efficiency

The Cisco TAC Web site, which receives more than 500,000 hits each month, now features three new tools and an innovative certification program, offering new levels of support to its worldwide customer base. Customers with support agreements have access to the full site and all the tools currently available.

TAC Certification

Because networking equipment and applications have become critical to daily business operations, network reliability is more crucial than ever. TAC Certification quickly identifies up-to-date material needed for network support and signifies that a Cisco engineer has created or reviewed the material for accuracy and timeliness.

TAC Guide

The Cisco TAC Guide has been designed to meet specific needs of Cisco customers. When faced with a network problem, customers may utilize the TAC Guide by submitting key words, phrases or questions into the system. In turn, the TAC Guide retrieves a list of responses according to their relevance. This sophisticated search capability will enable customers to quickly identify the necessary information, without wading through pages of online support literature.

Cisco Live!

Cisco Live! is a real-time, interactive online service enabling customers to work directly with Cisco representatives for assistance in finding technical documentation, information, or navigating the Cisco Web site. This assists customers in locating the specific resources they need and trains them on how to efficiently use the Web site for future reference.

Cisco Product Pages

Customers also have the option to search for technical information by product via the Cisco Product Pages. This streamlined search process empowers customers to find the specific information they need to support Cisco hardware products quickly and easily based on the product/configuration they may have.

Award-Winning Technical Support Site

The TAC Web site has been recognized by industry experts and users alike. The Association of Support Professionals ranked the Cisco TAC Web site as one of the 10 Best Web Support Sites of 1999. Criteria for this award were based upon the Web site's performance, usability, content, navigation, appearance, etc. In addition, nominees were asked to describe how they overcame major challenges in the development of their sites. Cisco also received a number one ranking for its overall technical support in NetworkWorld magazine's Network World Service and Support Survey in its December 6, 1999 issue.

About Cisco Systems

Cisco Systems (NASDAQ: CSCO) is the worldwide leader in networking for the Internet. Cisco news and information are available at http://www.cisco.com.

Note to Editors: Cisco, Cisco IOS, Cisco Systems, the Cisco Systems logo are registered trademarks of Cisco Systems, Inc. and/or its affiliates in the U.S. and other countries. All other trademarks mentioned in this document are the property of their respective owners.